Fee Based Support FAQ

Why do I have to pay for support? 
Since there are a wide range of user skills and usages of software, some users need very little assistance while others need more. Most publishers set a price for the basic software based on users with no need for phone support and charge a fee for those needing support. This allows a lower price on the basic software. Some publishers offer free phone support but make you wait on hold as much as an hour - Micro Logic does not subscribe to such practices.

How long is the average call?
Approximately 90% of calls are in the 1-29 minute range (one fee unit).

What if I encountered a bug?
If the software does not function properly, there is no need to contact priority support. Problems can be reported at no charge here.

Do you waive fees for installation issues?
Our installation documentation has been thoroughly tested. If it doesn't work it is usually the result of an uncommon environment or improper use of the software. If an installation problem is due to a fault in the software or documentation and there are no other issues the fee will be waived.